Sr. Analyst, WFM Forecasting

Overview

Senior Analyst role in Workforce Management (WFM) forecasting, focused on contact centre forecasting, capacity planning, scheduling and Calabrio ONE administration.

What you'll do

• Use Calabrio forecasting tools to prepare short-, mid- and long-term contact volume forecasts.
• Analyze historical trends, seasonality, shrinkage patterns and business drivers to ensure forecast accuracy.
• Perform capacity planning, workload analysis and FTE calculations within Calabrio based on operational and business requirements.
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity and utilization targets.
• Conduct interval-level forecasting, staffing and planning analysis using Calabrio scheduling and planning functionalities.
• Manage and administer Calabrio WFM configurations and settings, including user access, permissions and role administration.
• Configure business units, teams, queues, activities and scheduling rules, and maintain forecasting and scheduling configurations.
• Troubleshoot Calabrio-related issues and coordinate with vendor support when required.
• Validate data integrations and ensure data accuracy across systems.
• Support upgrades, testing and implementation activities within Calabrio.
• Create and maintain optimized schedules within Calabrio and monitor schedule adherence and staffing variances.
• Partner with Real-Time Management (RTM) teams for staffing optimization and identify scheduling improvement opportunities.
• Prepare weekly, monthly and executive-level workforce planning reports and dashboards with actionable insights, and automate recurring reports where applicable.
• Present operational insights and recommendations to stakeholders and participate in governance calls.
• Ensure planning alignment with business objectives and operational goals.

What you'll need

• 7-8 years of experience (years of experience stated in the role details).
• Graduation in any discipline.
• Strong expertise in forecasting, capacity planning and scheduling.
• Hands-on experience in Calabrio ONE Workforce Management.
• Strong knowledge of Calabrio administration and configuration.
• Experience in interval-level forecasting and staffing calculations.
• Good understanding of shrinkage planning and scheduling optimization.
• Advanced Microsoft Excel skills (Pivot Tables, Lookup functions).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Nice to have

• Experience in BPO / contact center environment.
• Knowledge of SQL, Power BI or Tableau is an added advantage.
• Power Query skills.
• Exposure to automation initiatives and reporting enhancements.
• Understanding of multi-skill and multi-channel planning.

Details

• Location: IND Gurgaon, Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl.
• Employment type: Full time.